Workplace Experience Ambassador

JLL•Andover, MA

14h•Onsite

About The Position

As a Workplace Experience Ambassador at JLL, you will deliver exceptional client experience through enhanced engagement, proactive communication, and high-touch service within JLL's client portfolio. This client-facing role combines your passion for service, outstanding interpersonal skills, and enthusiasm for creating a hospitality-focused workplace environment that ensures employees and visitors feel welcomed, assisted, and comfortable while maintaining the highest standards of professional service delivery. You'll serve as the primary point of contact for all client employee and visitor inquiries, providing exceptional front desk and concierge services while enthusiastically welcoming guests, managing visitor registration, and executing badging processes through client's proprietary web-based systems. Your role is essential to creating memorable workplace experiences, as you'll spend a minimum of two hours daily welcoming employees at entrances while monitoring workspace conditions and maintaining brand standards to ensure seamless operational delivery. Through your proactive approach and relationship-building skills, you'll conduct routine walkthroughs and assessments to ensure compliance with Service Level Agreements and performance metrics, build meaningful relationships with client employees through personalized follow-up on all requests, and collaborate with facilities teams to support client events. You'll manage conference room bookings, order catering, assist in event planning, oversee email inbox and site-wide communications, maintain inventory, provide onboarding support, and promote site activities through social media platforms. Your commitment to security and compliance will be demonstrated through oversight of building access control systems, including issuing, updating, and deactivating employee and visitor badges while ensuring compliance with security protocols and maintaining accurate access records, reflecting JLL's dedication to creating transformative workplace solutions that enhance employee satisfaction and operational excellence.

Requirements

High School diploma or GED, or commensurate experience in hospitality/customer service roles.
Minimum 2-3 years of hospitality management or customer service experience demonstrating exceptional service delivery.
Experience in client-facing roles with proven track record of building positive relationships and exceeding expectations.
Background in reception, concierge services, or similar roles requiring professional presentation and communication.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) with emphasis on calendar management for scheduling and coordination.
Ability to learn and utilize proprietary web-based systems for visitor management and badging processes.
Comfortable with digital platforms and technology for communications, social media, and operational tasks.
Capable of maintaining accurate records and documentation using various software systems.
Excellent communication and listening skills with ability to work with clients at all organizational levels including executives and staff.
Outstanding interpersonal skills for building meaningful relationships and creating welcoming environment.
Professional verbal and written communication for all interactions and correspondence.
Ability to engage diverse audiences and adapt communication style to meet varied needs.
Active listening skills to understand and respond effectively to employee and visitor needs.
Strong analytical and problem-solving skills with demonstrated initiative and leadership capabilities for addressing challenges proactively.
Ability to multitask in fast-paced environment while maintaining attention to detail and service quality.
Passion for service and enthusiasm for creating hospitality-focused workplace environment.
Professional presentation and demeanor appropriate for high-touch service delivery.
Positive attitude and proactive approach to anticipating and meeting client needs.
Physical ability to spend extended periods standing, walking floors, and maintaining active presence throughout facility for employee engagement.
Stamina to perform routine walkthroughs and assessments while maintaining professional presence.
Ability to move throughout building to support events, monitor conditions, and provide hands-on assistance.
Capability to handle varied physical tasks including event setup and materials management.
Emergency Response Certification to support workplace safety and emergency preparedness.
Understanding of security protocols and commitment to maintaining secure workplace environment.
Knowledge of fire safety protocols and emergency procedures.
Ability to follow established compliance requirements and maintain accurate records.

Nice To Haves

Experience in reception, concierge services, or client-facing roles in commercial real estate environment.
Knowledge of security systems, digital visitor management platforms, and fire safety protocols.
Experience with Canva or similar design platforms for marketing materials and visual communications.
Background in facilities management or property services within corporate settings.
Vendor management experience in corporate environments for coordination of services and events.
Social media management experience using Microsoft Teams and internal engagement platforms for workplace communications.
Experience working in multi-site operations with standardized processes and procedures.
Professional certifications in hospitality, customer service, or workplace experience management.

Responsibilities

Client Service and Reception Excellence: Serve as the primary point of contact for all client employee and visitor inquiries, providing exceptional front desk and concierge services with warmth and professionalism.
Enthusiastically welcome guests, manage visitor registration, and execute badging processes through client's proprietary web-based systems for secure and efficient access management.
Spend a minimum of two hours daily welcoming employees at entrances while monitoring workspace conditions and maintaining brand standards for consistent positive experiences.
Build meaningful relationships with client employees through proactive communication and personalized follow-up on all requests to exceed service expectations.
Respond to inquiries with professionalism, courtesy, and efficiency while maintaining hospitality-focused approach in all interactions.
Workplace Experience and Engagement: Conduct routine walkthroughs and assessments to ensure compliance with Service Level Agreements and performance metrics for quality assurance.
Monitor workspace conditions including cleanliness, functionality, and appearance to maintain professional environment standards.
Promote positive workplace culture through friendly engagement, active listening, and responsive service delivery.
Support employee satisfaction by anticipating needs and providing proactive assistance before issues arise.
Create welcoming atmosphere that makes employees and visitors feel valued and comfortable throughout their experience.
Facilities Coordination and Support: Collaborate with facilities teams and support client events to ensure seamless operational delivery, supporting in Work Order management as needed.
Manage and book conference rooms, order catering, and assist in event planning for successful meetings and gatherings.
Maintain inventory of workplace supplies and materials to ensure adequate stock levels and operational readiness.
Coordinate with vendors and service providers to support facility operations and event execution.
Identify and report maintenance needs or facility issues promptly for timely resolution.
Communications and Marketing: Oversee email inbox and create and send site-wide communications to keep employees informed and engaged.
Promote site activities through social media platforms using Microsoft Teams and internal engagement platforms for community building.
Design marketing materials using Canva or similar platforms to support workplace initiatives and events.
Maintain consistent brand standards in all communications and visual materials for professional presentation.
Support internal communications strategy to enhance employee engagement and workplace culture.
Security and Access Control Management: Oversee and maintain building access control systems, including issuing, updating, and deactivating employee and visitor badges, ensuring compliance with security protocols and maintaining accurate access records.
Manage visitor registration processes to ensure secure access while maintaining welcoming guest experience.
Monitor and enforce security protocols in accordance with client requirements and JLL standards.
Maintain accurate records of access permissions and visitor logs for security compliance and audit purposes.
Respond appropriately to security concerns and coordinate with security personnel as needed.
Onboarding and Employee Support: Provide onboarding support to new employees, ensuring smooth transition and positive first impression of workplace.
Guide new hires through building access procedures, amenities, and workplace resources for successful orientation.
Serve as knowledgeable resource for workplace policies, procedures, and available services.
Support employee needs through responsive assistance and connection to appropriate resources.
Foster inclusive environment where all employees feel welcomed and supported.
Event Planning and Execution: Assist in event planning including logistics coordination, vendor management, and day-of-event support for successful execution.
Manage conference room bookings to optimize space utilization and meet client scheduling needs.
Coordinate catering orders and ensure dietary requirements are accommodated for inclusive events.
Support setup and breakdown of event spaces to ensure professional presentation and functionality.
Track event attendance and gather feedback to inform continuous improvement of workplace programs.
Operational Excellence and Compliance: Maintain Service Level Agreements and performance metrics through consistent delivery of high-quality services.
Conduct assessments to identify opportunities for service improvements and enhanced employee experience.
Follow established protocols and procedures to ensure consistent service delivery across all interactions.
Maintain accurate records and documentation for compliance, audit, and operational reporting purposes.
Support emergency response procedures and maintain Emergency Response Certification for workplace safety.
Additional Responsibilities: Multitask in fast-paced environment while maintaining attention to detail and service quality standards.
Maintain physical presence throughout facility including extended periods standing, walking floors, and actively engaging with employees.
Adapt to changing priorities and respond flexibly to urgent requests with professionalism and positive attitude.
Perform other job duties as assigned to support team goals and client satisfaction objectives.
Contribute to continuous improvement initiatives and share best practices with team members.